Experience Investigators by 360Connext

DECEMBER 17, 2014

'Customer experience is more than a full-time job. It’s more than a project. It’s more than a department. The best organizations spend plenty of time considering how to deliver exceptional experiences. The very best organizations then act upon those ideas quickly and with vigor. As we face the new year, I thought it would be fun to give you 15 ideas that might help you rock 2015 in a rapid fire way.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

InMoment XI

DECEMBER 11, 2014

If you work in the CX arena – and if you’re reading this, you probably do – you’re familiar with Temkin’s Six Laws of Customer Experience. To recap, number four is, “Unengaged employees don’t create engaged customers.

Engagement 200

Engagement Article Customer Experience Customers 200

Customer Bliss

DECEMBER 16, 2014

'There are skill sets specific to driving culture change that need to be present when doing this customer experience work. The lack of these six skills comprises the execution chasm. 1. Experience in Completed Brand and Marketing Projects – Experience from completed project work brings with it huge gains in knowledge, skills and insights. This crucial past experience of many start-to-finish achievements will optimize the customer experience work. 2.

Customer Change 204

Customer Change Metrics Workshop Customers 204

Beyond Philosophy

DECEMBER 26, 2014

'This time of year always has me thinking about the next one. It could be because I am already scheduling into January, February and so on, making next year feel even closer than it already is. Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you.

Net Promoter Score 167

Net Promoter Score NPS Customer Service Insurance 167

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Customers

Bill Quiseng

DECEMBER 15, 2014

This week’s guest post is offered by customer service expert Nicholas Goss. We both share a commitment to help small business owners Deliver the World’s Best Customer Experience. I connected with Nicholas first on Twitter and quickly began a fan of his customer service blog. He was kind enough to allow me to publish here one of his recent posts.

Loyalty 160

Loyalty Connections Blog Customer Service 160

Experience Investigators by 360Connext

DECEMBER 17, 2014

'As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head. Eye-popping innovation for top-notch service. Ebay’s new retail store (an effort with the until now on-line only Rebecca Minkoff store) didn’t just make me turn my head, it made me look twice. The new flagship store is located in New York City.

Innovation 275

Innovation Connections Consumers Sports 275

InMoment XI

DECEMBER 11, 2014

If you work in the CX arena – and if you’re reading this, you probably do – you’re familiar with Temkin’s Six Laws of Customer Experience. To recap, number four is, “Unengaged employees don’t create engaged customers.

Engagement 200

Engagement Article Customer Experience Customers 200

Customer Bliss

DECEMBER 2, 2014

'This sounds ridiculously simple, right? Think again. Eight out of ten phone calls, retail interactions and service calls begin with prescribing a solution to a customer before the customer need is really listened to, understood and validated. The beginning of an interaction can be the time when customers will want to vent. Let them. Customers want validation.

Chief Customer Officer 161

Chief Customer Officer Retail Loyalty Interaction 161

Beyond Philosophy

DECEMBER 4, 2014

'An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. The Naive to Natural assessment looks at nine areas of a company to determine how Customer centric the organization is with their Customer Experience.

Customer Focused 153

Customer Focused Customer Centricity Customer Journey Mapping 2015 153

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Heart of the Customer

DECEMBER 18, 2014

'Effort is the bane of your customer experience. Or, as I like to say, “ Thinking is bad.” But is customer effort the right measurement to use? First, an overview. The CEB created the Customer Effort Score (CES) as a transactional measurement. You can see my early post here. Its original phrasing was “How much effort did you personally have to put forth to handle your request?

Effort Score 138

Effort Score Customer Journey Mapping Net Promoter Score Webinar 138

Customers That Stick

DECEMBER 8, 2014

'Customer experience isn’t easy — it just seems that way! From bargaining with the C-Suite to negotiating with customers, from maximizing profit to ensuring loyalty, providing great customer experiences in today’s environment is a continuous challenge. It’s a roller coaster, and I have teamed up with Jeannie Walters to provide a new resource that can help you with the strategies and tactics you can use to smooth out this wild ride!

Download 151

Download Blog Customers Loyalty 151

Experience Investigators by 360Connext

DECEMBER 11, 2014

'I love to hang around with entrepreneurs. Full of energy and passion, they are warriors committed to taking down the tired, old big companies. They wholeheartedly believe their company/product/service/culture is THE BEST. Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. What happens when companies scale?

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

InMoment XI

DECEMBER 11, 2014

Dennis Wood contributed to this article. If you work in the CX arena – and if you’re reading this, you probably do – you’re familiar with Temkin’s Six Laws of Customer Experience. To recap, number four is, “Unengaged employees don’t create engaged customers.” You know how true this is when you think about the rude.

Engagement 200

Engagement Article Customer Experience Customers 200

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Customer Bliss

DECEMBER 4, 2014

'With a strong technology power core, you could be far along on the continuum of collecting and using customer data and feedback. Strong IT departments push very hard for business leaders to provide clear requirements for the application of resources. That means people must justify what they’re doing to get funding. The great vulnerability is in the decision-making process to determine a priority.

Technology 149

Technology Connections Culture Feedback 149

Beyond Philosophy

DECEMBER 8, 2014

'We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery , one of the leading Caterpillar dealers in the U.S., won the award, and I thought I would share with you what they did well. One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for

Engagement 142

Engagement 2014 Employee Experience Customer Experience Management 142

Win the Customer

DECEMBER 10, 2014

'Even Computer Software is a People Business! Nobody likes to feel like they’re just one cog in a giant machine. However, that’s the feeling many customers get when they call or email a company for support and get seemingly fed through a meat grinder before having their questions answered. “Press this button to go here.” […].

Customer Service 140

Customer Service Communication Customers Customer Experience 140

Customers That Stick

DECEMBER 15, 2014

'Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 37: November 2014. Thoughts on the Customer: The Sympathetic Holiday Shopper. If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping.

Contact Center 126

Contact Center Document 2014 Social Media 126

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

Experience Investigators by 360Connext

DECEMBER 15, 2014

'For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. How do you gauge customer value? Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

InMoment XI

DECEMBER 30, 2014

I love to shop. Alright, no, not really, but I do buy a lot of products and services. I find myself frequenting stores and businesses that I feel either treat me well or represent a lifestyle I aspire to. Then again, I also find myself buying a considerable amount from companies I despise. Take for. View Article.

2015 200

2015 Customer Experience Article Customers 200

Customer Bliss

DECEMBER 9, 2014

'The frontline talks to your customers every day. On a regular basis, sit yourself down and ask them to identify critical issues. Do more than listen, write down the issues and assign someone to take care of the major ones. Then personally reach out to customers to understand – at a greater level of granularity – what is happening, so you know what to do about it and fix the issue.

Feedback 196

Feedback Customers Customer Experience Management 196

Beyond Philosophy

DECEMBER 11, 2014

'One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. When we perform our Naive to Natural assessment to determine our client’s Customer centricity, we find that Culture and Leadership has a massive influence on the outcome of the experience.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

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Marketing

Win the Customer

DECEMBER 2, 2014

'It costs your business much less to keep an existing customer happy than to find a new customer. Part of your “sales process” needs to be following up with your existing customers and communicating with them and listening to them regularly to make sure they are satisfied with your product or service. Here are a […].

Sales 140

Sales Customer Service Communication Customers 140

Experience Matters

DECEMBER 22, 2014

'I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Hall was extremely passionate about customer experience. His goal: “Treat our fans, employees, and players better than any team in sports.” Hall’s perspective as a senior executive was so refreshing that I scheduled a follow-up interview.

Culture 125

Culture Sports Magazine 2005 125

Experience Investigators by 360Connext

DECEMBER 8, 2014

'Whenever embarking on a customer experience investigation™ , which is what we do to help our clients walk in their customer’s shoes, we discuss why this is so challenging. It’s easy to think, “I get it. I get what our customers experience with us.” But here’s why outside-in thinking is so difficult: When you are working within your role in any organization, there are certain truths.

Customer Journey Mapping 252

Customer Journey Mapping Loyalty Social Media Consulting 252

InMoment XI

DECEMBER 30, 2014

I love to shop. Alright, no, not really, but I do buy a lot of products and services. I find myself frequenting stores and businesses that I feel either treat me well or represent a lifestyle I aspire to. Then again, I also find myself buying a considerable amount from companies I despise. Take for.

2015 200

2015 Customer Experience Article Customers 200

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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

Customer Service Representative